Professional Summary
Results-driven Customer Service Specialist with over 2 years of experience excelling in high-volume, fast-paced environments. Proven ability to efficiently resolve complex customer issues, build strong client relationships, and drive satisfaction across multiple channels, leveraging expertise in CRM systems like Zendesk and Salesforce. Eager to contribute to a dynamic customer support team by applying strong communication, problem-solving, and collaborative skills.
Skills
Technical Proficiency
Zendesk, Salesforce, Freshdesk, Microsoft Office Suite, Google Workspace.
Operational Skills
Data Entry & Management, Record Keeping, Appointment Scheduling, Multitasking, Team Collaboration, Attention to details, Proactive.
Customer Service
Customer Support, Active Listening & Communication, Conflict Resolution, Customer Relationship Management (CRM), Upselling/Cross-selling.
Experience
Tshabron Limited
|Customer Care Representative
→
Summary
Provided comprehensive customer support across multiple channels, enhancing satisfaction and driving sales through effective issue resolution and product upselling.
Highlights
Delivered exceptional customer support across diverse channels (in-person, phone, email, social media), effectively managing high-volume inquiries to maintain service excellence.
Resolved complex customer concerns professionally, significantly enhancing satisfaction and loyalty, as evidenced by positive feedback and repeat engagement.
Proactively identified customer needs, successfully upselling and cross-selling relevant products/services that contributed to revenue growth and customer value.
Streamlined the escalation process for complex issues, ensuring prompt resolution through meticulous documentation and collaborative problem-solving.
Smart Technologies
|Customer Service Representative
→
Summary
Managed a high volume of customer inquiries, resolved issues promptly, and contributed to service improvements by relaying critical feedback.
Highlights
Managed an average of 50+ daily customer inquiries, consistently resolving issues promptly and exceeding service targets by 15%.
Educated customers on product features and services, empowering informed decision-making and reducing subsequent support requests by 10%.
Optimized the order, return, and exchange processes, improving efficiency by 20% and enhancing overall customer experience.
Analyzed and relayed critical customer feedback to product development teams, directly influencing service improvements and product enhancements.
Education
Udemy
Professional Diploma
Customer Relationship Management (CRM)
Federal University of Technology, Owerri
→
B.Eng
Materials & Metallurgical Engineering
Languages
English
Fluent
Igbo
Native
Volunteer
Technical & Data Entry Intern
Summary
Performed accurate data input and managed digital filing systems, ensuring data integrity and supporting organizational efficiency.
Highlights
Executed accurate data input for 1,000+ records across multiple platforms, reducing data entry errors by 15% and maintaining high data integrity.
Generated and updated critical reports using Excel and Google Sheets, providing reliable data that supported informed decision-making.
Managed and optimized digital filing systems, improving document retrieval efficiency by 20% and enhancing overall organizational workflow.
Community Service
|Organizational Assistant
Summary
Managed administrative tasks, including communications, filing, and scheduling, to support seamless operations and enhance organizational efficiency.
Highlights
Managed high-volume communications, responding to 50+ calls and emails daily with a 95% prompt response rate, enhancing stakeholder satisfaction.
Maintained comprehensive digital and physical filing systems, reducing document retrieval time by 25% and improving accessibility.
Coordinated complex schedules and appointments for multiple officials, improving calendar efficiency by 15% and minimizing conflicts.
Prepared essential agendas and materials for 10+ meetings and events, ensuring seamless execution and effective information dissemination.